Role: Service Desk Lead
Permanent
Company type: Work Type: Fully Remote in Spain
We’re hiring a Service Desk Lead to join our client’s global Technology team and lead excellence across their Tier 2 Global Service Desk. In this key role, you’ll ensure effective incident resolution, problem management, and service request fulfillment, all aligned with ITIL best practices.
As a technical leader, you'll act as the bridge between Tier 1 and Tier 3 support, driving process improvements and proactive support strategies to maintain high customer satisfaction.
You’ll mentor engineers, manage escalations, and work cross-functionally to boost service quality, enhance efficiency, and support automation efforts in collaboration with other tech teams.
Success in this role requires strong technical knowledge, proven leadership, and a deep understanding of ITIL frameworks.
Lead and manage the Tier 2 IT Service Desk team, delivering fast, high-quality support.
Ensure incidents are resolved quickly and properly, using ITIL best practices.
Improve how we handle service requests, incidents, problems, and changes.
Keep processes efficient—aiming for faster responses and better service quality.
Maintain and improve the knowledge base and support documentation.
Drive automation and self-service tools to reduce manual work and repetitive tickets.
Track and analyze performance metrics to find ways to improve efficiency.
Mentor and support Tier 2 engineers with training and growth opportunities.
Act as the link between the Service Desk and the business to align support with user needs.
Use customer feedback to improve the support experience.
Share ideas and insights for ongoing service improvements
5+ years in IT Service Desk / End-User Support, including 2+ years in a leadership role
~ Solid knowledge of the ITIL framework
~ Skilled in incident, problem, and change management
~ Hands-on support experience across Windows, macOS, and Linux
~ Strong grasp of networking fundamentals (TCP/IP, VPN, DNS, DHCP, firewalls)
~ Experience with enterprise ticketing tools like ServiceNow or Jira
~ Familiar with monitoring tools (Grafana, Prometheus) and event management systems
~ Effective under pressure with strong problem-solving skills
~ Customer-first mindset with a drive for high-quality IT support
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